Testimonials from Participants & Clients will always be our most important credential.
The Human Touch!
Review of Managing Difficult Customers
In a world where customer service increasingly handles complex and often frustrating issues left behind by automated systems, Daniel and his team provide a wide range of practical tools that bring a much-needed human touch to customer interactions.
One of the best!
Review of Managing Difficult Customers
I’ve attended a lot of CX and Customer Service Training throughout my career and I can say hands-down that Daniel is an exceptional facilitator. He has a natural ability to draw insights and experiences out of participants rather than simply presenting content. This approach creates genuine buy-in and ensures the discussions are relevant to our contact centre and the challenges our teams face every day.
He consistently reinforces the importance of maintaining a positive mindset and not being drawn into a customer’s negativity, while still demonstrating empathy and professionalism. These messages were woven naturally throughout the course and resonated strongly with the team.
Despite delivering the training online, Daniel kept participants highly engaged throughout. His energy, authenticity, and interactive facilitation style made it easy for everyone to contribute, which is no small achievement in a virtual environment.
Daniel is approachable, knowledgeable, and an excellent communicator. He creates a psychologically safe learning environment where people feel comfortable asking questions, sharing experiences, and challenging their own thinking.
He also takes time to praise the conversations taking place and notes when people are hitting the mark which creates enthusiasm and excitement in his participants.
I would highly recommend Daniel to any organisation looking to build customer service capability through engaging, practical, and memorable training.
Personal and Energetic Training
Review of June 2026 Call Centre Operations for Team Leaders
I felt that Dan had a real passion for the topic at hand and expertly guided us through the topics, as well as answering questions in depth.
I thoroughly enjoyed the Operations Management for Team Leaders training conducted by Daniel Ord.
His training style is enriching and highly applicable to today’s context, making the content relevant and easy to relate to. Daniel is an engaging trainer who keeps you on your toes throughout you, you certainly won’t find yourself dozing off!
What stood out most was how he opened up perspectives from multiple angles — the management view, the employee view, the customer view, and the reality on the ground.
A special mention to Marcus, who was incredibly helpful throughout the training. When we were unable to access the training materials, he promptly stepped in, which was greatly appreciated!
Fantastic Experience
Daniel was a fantastic facilitator, the content was also super insightful. Would recommend the course to anyone working in contact centres.
Insightful, clear and totally worth doing if you want to really understand the science of contact centres!
I really enjoyed the information provided, it was valuable in learning something new and refreshing some knowledge I had before that must have fallen behind the filing cabinet of life along the way.
Every element is clearly explained, lots of discussion and great stories along the way to bring it all together.
If you have been working in call centres for a long time, or this is your first rodeo in the contact centre world – this is a must do course for any leader who wants to really understand the science and be more effective.
